Contents Location About the job Benefits Things you need to know Apply and further information Location Birmingham, Bristol, Cardiff, Leeds, Manchester, Nottingham, Swindon About the job Job summary The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the governments office estate. We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team. Representing the best covenant in the UK His Majestys Government we are leading transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme, as well as delivering modern, cost-effective real estate service solutions. Innovation and progress are at the heart of our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. And were dedicated to becoming a leading, inclusive employer both in the external market and throughout the Civil Service. Our strong emphasis on Equity, Diversity, and Inclusion (EDI) is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth. We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction. The GPA is committed to representing the communities we serve by making Diversity, Equality and Inclusion part of everything we do. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ community. Job description The Workplace Experience Team is a high-performing, motivated and collaborative team responsible for delivering a portfolio of customer-focused work that includes Workplace Change, the Customer Experience function and Customer Insight. The Customer Insight function is responsible for ensuring the voice of our customers (Civil Servants and the wider public sector) is represented in delivering great places to work across government. We play an integral role in using customer insight and data to influence workplace design, strategies and a culture of continuous improvement. The post holder will focus primarily on gathering and analysing customer insight, from multiple sources, and using that insight to identify trends and make recommendations that supports and enables the continuous improvement of workplace and remote working experience, smarter working and GPA services. The successful candidate will work with stakeholders across the GPA and government and with commercial partners, ensuring that customer insight informs workplace strategies through data-driven conversations and evidence-based decision making. As the Customer Insights Analyst you will be supporting the GPA with the delivery of great places to work within Government Hubs, the GPA portfolio and wider government transformation programmes, your specific responsibilities will include: Delivering customer research activities, ranging from interviews, focus groups and observations to designing and delivering surveys or larger research pieces Analysing insights gathered from multiple platforms (qualitative and quantitative), identifying trends and recommendations and presenting findings in an engaging and visual manner Disseminating insight to non-technical audiences using strong interpersonal skills to help stakeholders apply findings Identifying other platforms or opportunities for gathering insights to bring more value to GPA and our customers Using customer experience techniques such as personas and journey mapping to aid in understanding who our customers are and what they need Building and maintaining excellent stakeholder relationships at all levels, including regular reporting to senior management Managing other staff, providing leadership, advice and support, while using your technical expertise to build capability across the team Engaging with and gaining feedback from stakeholders to ensure that the insights gathered is delivering as much business value as possible Identifying and driving forward innovative approaches and ideas to understand customer experience Person specification The ideal candidate will have strong analytical skills with experience in collating, analysing, interpreting, and presenting data to support business decisions. Proficiency in tools such as Excel, Google Sheets, Tableau, Qualtrics, or other data visualization software (e.g., Power BI). They will have strong interpersonal and stakeholder management skills with experience of engaging with internal and external stakeholders, using data to help influence decision-making or problem solve. An ability to translate complex data insights into clear, actionable recommendations with experience in preparing reports and presenting findings to diverse audiences. They will be well organised and have the ability to manage competing priorities and be a collaborative team member, supporting others to deliver during peak periods of analysis. They will need to be a proactive self-starter looking for opportunities for the customer insights team to add value to clients and customers, as well as understand the importance of delivering great customer service to internal and external stakeholders by providing advice and guidance when necessary. Experience & Technical Skills Essential criteria: Experience of designing questionnaires, surveys or other research tools to collect data Experience of completing quantitative and/or qualitative data analysis and using the insight to make evidence-based recommendations Excellent written and verbal communication skills and the ability to influence, persuade and land insights effectively Strong stakeholder management skills and ability to negotiate confidently with staff at all levels of seniority Excellent report writing and editing skills, to form and finesse external reports and internal reports or submissions. A genuine interest in working in insight and curiosity to question the data available Desirable criteria: Experience of working with Leesman, or a similar organisation, to understand workplace experience insights Experience in conducting focus groups, interviews or other qualitative research methodologies Experience of database management, to enable quick data segmentation, and autonomous access to a large data set by others An understanding of smarter working principles Experience of working with the Google or Microsoft suite using spreadsheets to analyse data, creating graphs and other visual tools, using powerpoint or slides (or similar) to create visual summaries with key findings and recommendations Qualifications and Accreditations Essential criteria: Knowledge and proven experience or qualification (A-level or higher) in one or more of the following (or similar) areas: customer insights statistics, analysis or data science behavioural science psychology sociology market, social or communications research Desirable criteria: Leesman Advanced Practitioner, or a similar accreditation or experience Behaviours We'll assess you against these behaviours during the selection process: Working Together Making Effective Decisions Communicating and Influencing Technical skills We'll assess you against these technical skills during the selection process: Customer Perspective Commercial Acumen Property Market Knowledge Innovation Benefits Alongside your salary of £41,055, Government Property Agency contributes £11,893 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity A Civil Service pension with an employer contribution of 28.97% Generous annual leave Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills. We encourage applications from people from all backgrounds and aim to have a workforce that represents the communities and wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a sense of belonging in a workplace where everyone feels valued. The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy. The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme (RIS) to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Sift The sift is due to take place week commenc ing 24th February 2025. As part of the application process, you will be asked to include a CV and a 7 50-word personal statement. The personal statement should then align with the person specification. Interview GPA policy is for interviews to be held face to face, with virtual interviews only by absolute exception. The date and location will be confirmed if you are invited to interview. If you feel this will be a problem for you, please contact recruitmentgpa.gov.uk to discuss prior to submitting your application. At interview, applicants will be scored against 3 behaviours - Working Together, Making Effective Decisions and Communicating and Influencing. Interview questions will be a blend of Behaviour, Experience, Strength and Technical (core skill) questions. Further Information A reserve list may be held for a period of 12 months from which further appointments can be made. Any move to GPA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk Reasonable Adjustment If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via GPArecruitment.grs cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if youre deaf, a Language Service Professional. If successful and transferring from another Government Department a criminal record check may be carried out. In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grscabinetoffice.gov.uk stating the job reference number in the subject heading. For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post. New entrants are expected to join on the minimum of the pay band. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government. If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window). See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Claire Storey Email : Claire.Storeygpa.gov.uk Recruitment team Email : gparecruitment.grscabinetoffice.gov.uk Further information If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact HRgpa.gov.uk If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click here to visit Civil Service Commission Attachments GPA Skills and Specialisms Opens in new window (pdf, 259kB) Share this page Print Email Gmail Facebook LinkedIn